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Training and Quality Specialist with German or French

ITSELECTA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

9 00013 000 gross / mth.
  • Lesser Poland

    Lesser Poland
  • offer expired 2 months ago
  • contract of employment, B2B contract
  • full-time
  • specialist (Mid / Regular)
  • home office work

Your responsibilities

  • Conduct regular prescribed quality reviews for chats, phone calls and emails for all CC and CS specialist. Support existing customers and increase sales via the web by providing useful guidance via e-mail/ calls

  • Support the development and implementation of improved quality reporting measures (participate in the update of quality criteria)

  • Prepare and maintain quality monitoring documentation

  • Collaborate with product/ process experts to understand technical processes

  • Collaborate with related departments to improve processes and customer journey, development of documentation and guidelines (if necessary)

  • Create and update new and existing guidelines

  • Prepare monthly Voice of the Customer (VoTC) reports, and work on continuous improving of VoTC insights

  • Conduct interviews with customers in order to improve the quality of service (NPS, CSat, review based)

  • Support quality related customer complaint investigations, troubleshoot with team and manager to address the needs of our customers

  • Analyse the learning needs of actual team, develop and implement appropriate training

  • Maintain training schedule, review, revise and maintain training materials for new and existing team members

  • Update articles in the Knowledge Base or training docs to fulfil training objectives

  • Conduct training sessions on systems, processes and product for new and existing team members

  • Develop criteria for evaluating the effectiveness of training activities

  • Conduct post class follow-up and supervision for new team members

Our requirements

  • German or French at least C1, and English B2

  • EU citizenship or valid work permit for Poland

  • Strong interpersonal skills, including a willingness to consistently provide superior customer service

  • Proactive, self-directed working style

  • Ability to gather and analyse complex data

  • Effective communication skills, both verbal and written

  • Ability to organise and present facts clearly and concisely

  • Ability to facilitate training and speak effectively with both groups and individuals

  • Prior experience conducting trainings desired

  • Commitment to the company and its mission

What we offer

  • Completely remote job

  • Competitive salaries

  • A collaborative and flexible working environment

  • Open and transparent communication

  • The chance to implement your own ideas and solutions

  • The opportunity to take lead on improving the processes you work on, and own your role, all on a daily basis

  • Annual review and SARs plans

  • Benefits

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

ITSELECTA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

Our client it’s a financial and technological start-up that is fastly growing in Europe. They are setting new standards for business banking, demostrating how easily the finances can be managed. They are now looking for full time Training and Quality Specialist with German or French.

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